Gartner Research

Forecast Overview: CRM Software, Worldwide, 2015

Published: 12 August 2015

ID: G00275913

Analyst(s): Joanne M. Correia, Ed Thompson

Summary

CRM will be at the heart of digital business initiatives as organizations invest to maximize relationships with customers and constituents. Software providers, both traditional and SaaS, must shorten time from lead to purchase and provide service visibility critical to thriving in a digital world.

Table Of Contents
  • Overview
  • Companion Documents

Market Description

  • 2015 Is the Tipping Point for CRM When Spending on Cloud Software as a Service Will Exceed Spending on On-Premises CRM for the First Time
  • Adoption of SaaS Varies by Market With Hybrid Being the Dominant Purchase Style Through 2020
  • Mature Markets Focus New Spend on SaaS Offerings
  • CRM Enables Digital Business

Foundational Assumptions

  • Functional Expansion and User Expansion
  • Company Adoption and User Adoption
  • Purchase-Style Adoption

Market Model or Methodology

  • Forecast Components
    • On-Premises Forecast
    • SaaS Forecast
    • Subscription/Hosted Forecast
    • OSS Forecast
    • CRM Revenue Forecast
  • Negotiated Factors
    • Price and Maintenance
  • Demand-Side Influencing Factors
    • Company and Unit Adoption
    • Company Adoption
    • Unit Adoption
    • Purchase Style
    • Functional Expansion
    • Unit Expansion
    • Replacement Cycle
    • Buyer Behavior
    • Macroeconomic and Regulatory Factors
  • Supply-Side Influencing Factors
    • Hardware and Software Technology Innovation
    • Technology Roadmaps
    • Product Design and Pricing

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